Head of Operations

M Booth Health • New York, NY

2h • $250,000 - $350,000 • Remote

About The Position

M Booth Health is seeking a Head of Operations to architect, optimize, and run the systems that power the agency's business. This leader will oversee resourcing, workflow, talent infrastructure, technology, and operational excellence across the organization. The role also involves owning and evolving the project management function, building and leading the team that ensures work stays on track, on time, and on brief. This is a senior leadership position reporting directly to the CEO and serving as a critical member of the executive leadership team (ELT). The ideal candidate can define the vision and lead flawless execution across people, process, and platforms.

Requirements

• 15+ years of progressive operations experience, with at least 5 years in a senior leadership role within a communications, PR, or marketing services agency.
• Demonstrated experience building and leading a project management function — not just overseeing it, but owning it, growing it, and elevating the team.
• Proven track record of designing and implementing operational infrastructure in a complex, fast-moving environment.
• Deep familiarity with agency economics: resource management, utilization, scoping, and profitability levers.
• Experience leading technology and systems implementations, including change management and adoption.
• Comfort with and curiosity about AI tools — you don't need to be a builder, but you need to understand what's possible and be energized by helping your team work smarter.
• Strong financial acumen and experience partnering closely with Finance on forecasting, budget management, and performance reporting.

Responsibilities

• Translate the CEO's vision into operational frameworks, systems, and behaviors that make the agency run predictably and efficiently.
• Own agency-wide operational strategy, forecasting, and capacity planning — ensuring we can scale sustainably.
• Identify organizational risks, operational bottlenecks, and structural gaps early and propose actionable, data-driven solutions.
• Serve as a strategic advisor to the CEO and ELT on talent deployment, workflow design, business performance, and organizational evolution.
• Architect and implement agency-wide systems and processes that increase efficiency, standardization, and clarity — from project workflows to financial tracking to resourcing.
• Build and enforce operational playbooks for scoping, budgeting, forecasting, client service standards, production workflows, and approval processes.
• Continuously evaluate "how we work" and lead systematic improvements that reduce friction and increase quality.
• Ensure seamless rollout, adoption, and adherence to all operational processes across teams.
• Own, build, and lead the project management function — including team structure, hiring, onboarding, training, and professional development.
• Set the standard for how project managers operate across the agency: establishing quality benchmarks, tools, workflows, and ways of working.
• Foster a high-performing, motivated PM team that is seen as a true operational backbone — not just a coordination layer.
• Ensure project managers are embedded meaningfully into account teams and equipped to drive scope discipline, timeline management, and budget oversight.
• Actively grow and develop PM talent, building clear career pathways and creating a team culture of accountability, learning, and craft.
• Partner with account leads on staffing and talent deployment across the agency, ensuring the right people are on the right work at the right time.
• Partner with HR on talent strategy: onboarding, role clarity, training and development, career pathing, and performance management.
• Partner closely with Finance on budget management, forecasting accuracy, and profitability reporting — ensuring operational decisions are grounded in financial reality.
• Maintain a deep, current understanding of AI capabilities — what tools exist, what they can and can't do, and where they create genuine operational leverage in an agency environment.
• Identify opportunities where custom AI tools or integrations could meaningfully improve how we work, and partner with IT and external resources to evaluate and scope those solutions.
• Champion practical AI adoption across staff — identifying use cases for everyday tasks, facilitating training, and normalizing AI-assisted ways of working across teams.
• Partner with IT and external development partners to design, build, or integrate systems — whether enterprise platforms or custom MBH-specific solutions.
• Oversee vendor selection, implementation, testing, training, and long-term maintenance of all agency operations technology.
• Maintain a roadmap of upcoming system needs and drive alignment across HR, Finance, IT, and Account teams.
• Architect and launch agency-wide operational programs end-to-end — from concept through infrastructure, measurement, and sustained adoption.
• Build the operational frameworks, KPIs, and reporting cadences that ensure new initiatives gain traction and deliver measurable results.
• Serve as the accountable owner for cross-functional programs that require coordination, compliance, and organization-wide engagement.
• Establish and enforce standards for project delivery, financial accuracy, scope discipline, and operational quality.
• Monitor operational performance metrics: utilization, profitability, forecasting accuracy, and work delivery risk.
• Build early-warning systems for over-burn, staffing gaps, client risk, and workload imbalance.

Benefits

• A workplace that’s alive with courage, ideas, respect and humanity
• Professional growth and development programs to help advance your career
• Comprehensive health care and wellness plans for your entire family
• A 401(k) Savings Plan and Flexible Spending Accounts
• Paid holidays, Unlimited Paid Time Off (Personal, Sick, Vacation), and Summer Fridays
• Family Leave
• Well-Being Programs
• Commuter Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed